Lackadaisical Online Retailer......Woolworths

My wife and I are regular online shoppers with most major retail brands as well a as minor players in this field......we live in McGregor,just outside of Robertson in the Western Cape. I watched in disbelief as my wife tried to order tried to order 4 items from Country Road which is part of the Woolworths stable and the order she was trying to place was in excess of R4000.This is significant purchase and for a retailer which is not having an overly successful time....it is astonishing that my wife cannot get a straight forward response from them other than automated emails which does nothing to help her.She has volunteered to drive through to Worcester,which has branch there and collect the items there and there is still no response. We had exactly the opposite response from a minor player called ****a which supplies kitchen accessories.....ordered this Monday 7 December,got an immediate affirmative response and goods were delivered today 9 December......well done guys! If a minor player can get it right, why is it that a major retailer like Woolworths cant? Are they not concerned that in these dark days for main street retailers that they should be ahead of the game like Superbalist and other top online brands.The current lax and slothful treatment by Woolworths of my wife in not responding to her appropriately is not on......market share lost is a very difficult thing to claw back,Woolies are about to lose a loyal part of that market share as my wife moves her business to a retailer that appreciates her business.